Open Apptivo Support Cases from WhatsApp

By Alva Chew 5 min read Updated November 8, 2026

Yes. AeroChat writes directly into Apptivo. It collects the problem in the chat and opens a case in Apptivo with a summary, the full description, the customer, a type, a priority and an assignee, while the customer is still talking.

This recipe turns problem reports in chat into complete Apptivo cases, so your service team starts with everything it needs. Part of connecting Apptivo to WhatsApp and AI chat.

What happens today

Customers report problems on WhatsApp because it is quicker than a form or a phone call. Someone reads the message, asks a few questions over the next hours and eventually opens a case in Apptivo, often without the product, the priority or what the customer already tried. Urgent problems wait in the same queue as small ones.

The flow that works

  1. AeroChat asks what happened, which product or service it affects and when it started.
  2. It tries the troubleshooting steps in your knowledge base first.
  3. It finds the customer in Apptivo by email or company name.
  4. It creates a case with a summary, the full description, a type and a priority by your rules.
  5. It assigns the case and tells the customer what happens next.

What it looks like on WhatsApp

Customer: Our receipt printer stopped working this morning and we can’t print bills. (example)

AeroChat: Sorry about that. Have you tried switching it off for 30 seconds and checking the paper roll is the right way up?

Customer: Yes, still nothing. Green light is flashing.

AeroChat: Thanks. I’ve opened a high-priority case for our support team because it stops you billing. A technician will contact you within two hours.

In Apptivo: a new case “Receipt printer not printing, green light flashing” linked to the customer, type Hardware, priority High, assigned to the support team, with what was already tried in the description.

The recipe

Copy this into AeroChat

When a customer reports a problem, follow these steps.

  1. Ask what happened, which product or service it affects, and when it started. Ask for any error message.
  2. If the problem is listed in our knowledge base, walk them through those steps first.
  3. If it is not solved, find the customer in Apptivo by their email or company name. If you cannot find them, ask for their company name and email.
  4. Create a case in Apptivo with a short summary, the full description in their own words including what they already tried, their email, and the customer linked.
  5. Set the type: Hardware, Software or Billing (example types). Set the priority to High if they say the problem stops them trading, otherwise Normal (example rule).
  6. Assign the case to the support team. Tell the customer the case is open and when they will hear from us: within two hours for High, one working day for Normal (example).

If the customer is angry or the problem is a safety issue, hand the conversation to the support team straight away after opening the case. Never promise a fix time we have not set. Reply in the customer’s language.

Change the case types, priorities and reply times to match your service levels before you paste it.

What to connect

  • Apptivo. An administrator opens Business Settings, clicks API Access in the left panel and copies the API Key and Access Key. Paste both in when AeroChat asks. Apptivo provides API keys on its Premium and Ultimate plans, and cases use the Apptivo Cases app.
  • Your knowledge base. Upload your troubleshooting steps and service policies so AeroChat can solve simple problems before it opens a case.

After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: connect Apptivo, add your knowledge base if the recipe uses one, then switch it on. If it built the connection from Apptivo’s public documentation, the checklist asks you to check it once against the current docs.

Using a different system? If it has a public API, it connects to AeroChat the same way: describe what you want, paste in its key, and it runs.

Can’t find your tool? Message us in the chat on this page and we’ll tell you how it connects.

What you still decide

  • Which problems AeroChat tries to solve first and which go straight to a case.
  • The case types and what counts as high priority.
  • Who cases are assigned to, and who gets the handover.

The result to expect

Every problem reported in chat becomes a complete Apptivo case with the right type and priority, at any hour. Your service team starts work straight away instead of chasing details, and urgent problems stand out from the rest.

Measure it with your own numbers: cases opened from chat, and the time from first message to first technician contact, for a month before and after.

Next: send WhatsApp leads to Apptivo.

Works on every chat channel

This workflow runs the same way on WhatsApp, Instagram, Facebook Messenger, TikTok, Telegram, the chat on your website and email, with the same Apptivo connection behind it. See what each channel does on the Apptivo integration page.

Open your first Apptivo case from chat

Paste the recipe, add your Apptivo keys, and message your own number with a test problem.

Start your 7-day free trial. No credit card needed.

Sign up for an annual plan on Growth or above and we’ll set up your workflows and connect Apptivo for you, free. See plans.

More in this section

Send WhatsApp Leads to Apptivo

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